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The care process

By Darie S. Delfino

With over 4 years in sales in banking industry, I then realize how important it is to develop and adopt the best techniques in closing your potential client and being of service to them in the future. Learning the best practices from experts in our organization played a huge role in extending our banking services to different market segments in our community. Moreover, they have coined a need-based sales process where a much customer centric approach is used which is now called the CARE process that stands for Connect, Ask to uncover needs, resolve client, and ending the call with a commitment. Through this, we have been effective in penetrating the market and be able to introduce how our organization can make a difference in serving our potential and existing partners or customers.

The first step is to be able effectively connect with your clients. For one to establish trust and rapport, one should learn how to introduce himself properly with an open body language and confident approach in the first 15 seconds of interaction. In this way you would be able to establish a credible impression for your client to trust. In addition, stating your purpose for visit and giving them a short time frame will allow them to be able accommodate you and expects it to be concise since it would not take much of their time. In these ways, you can establish an effective connection with your prospect client thus, gaining their trust not just of you but from your products you can help them

Second, Ask to uncover needs. This enables you to bring out the best solutions out from your products or services. Moreover, one should also have an extensive knowledge on the product to be able to ask the right questions. As they’ve said, “ Right questions leads to correct diagnosis, thus giving the best remedy”, you are the doctor who has the remedy in their pain points in their processes and you can only uncover them through asking the right questions. Furthermore, you should avoid asking questions that are answerable by yes or no instead, formulate the them around the whos, wheres whens and whats. in this way you can engage client to talk more and speak up their minds for you to effectively identify how can your products be of help to them.

Third, when you have all the necessary facts, it’s this time where you resolve and give them solution to where your products can be of help to them. Consequently, state each solution for each gather information from the previous step and allow your customer to be understand those products through giving them evidences from the successes your services made for other clients. When introducing your product as remedy, you should take it step by step and through its benefits for our client to grasp on the necessary details for it to be effective for them.

Lastly, presentation should not be done just mere calling the client blindsided rather, ending it through commitment to have your client keep you in mind and have them scheduled. There are several closing strategies you can use but the two most common are assumptive close and alternative close. In Assumptive close, you are simply assuming the person in front of you will buy your service or product. It is when you give an assertive question for your client as if he/ she will avail of the product you have discussed to them. On the other hand, Alternative close strategy is where you give options for client to choose from depending on the situation that you are in whether in scheduling the next follow up date for example giving opportunity for the client to decide when from the given options you provided or in pricing giving specific high price or the lower option.

To summarize, to be able for these techniques to be effective, one should do these religiously and consistently. It will expand client servicing since it is a need-based strategy. Thus, creating a culture of customer centricity and enables one to truly identify which product of yours can improve ones life.


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